Most of our customers who make their complaint in branch or over the phone, have their complaint resolved to their satisfaction there and then.
You can email us at: firstname.lastname@example.org
Although we provide you with an e-mail address, you need to be aware that e-mail is not a secure way to get in touch. You might feel more comfortable using our secure online complaint form, where you can provide us with all your details securely in one go.
If you decide to e-mail us, do not quote any sensitive account information such as your account numbers, we won't be liable for any lost data you supply. To help us resolve your complaint as quickly as possible, please tell us:
If you contact us online we will receive your complaint/ Feedback sooner
If you choose to write to us, please include your account details and address along with the above information.
You can write to us at:
Head of Customer Services
PO Box 761
We'll treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You don't need to use a CMC and they'll typically charge an upfront fee or take a proportion of any compensation you may be due. By coming directly to us you'll not be disadvantaged.
The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response:
Halifax is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you're still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.
We can provide details of how to contact the Ombudsman:
The Financial Ombudsman Service
Telephone: 0800 023 4 567
Please note: You may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.
Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:
Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.
We're committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with Halifax.